1. •Deepak Pandey - 13
•Sanketa Devlekar - 39
•Chandrakant - 12
Prof. S. Repak
Research Methodology
Group A4

2. Table of Content
2
 Research Objective
 Scope of Study
 Literature Review
 Research Methodology
 Data analysis & interpretation
 Research findings
 Limitations
 Recommendations
 Conclusion
 Bibliography

3. Research Objective3
To understand the perception of commuters travelling in BEST
Buses in Mumbai
To check the service quality & safety level
To analyze whether Mumbai BEST Buses are really an asset to the
city or just an alternative?

4. Scope of Study4
To get good results a wide range of area was
covered-
 Powai
 Airoli
 Sakinaka
 Lower Parel
People were selected from all class and age groups
commuting in Center, Outskirts, Suburbs and other
locations.

5. Literature Review5
 The transportation wing of Brihanmumbai Electric Supply and Transport
Undertaking (BEST Undertaking) operates a large number of bus lines in the
Mumbai metropolitan area.
 The BEST operates inter-city services to three areas beyond the municipal limits
of Mumbai city, i.e., into the limits of the bordering corporations of Navi
Mumbai, Thane & Mira - Bhayander.
 As of 2011, the BEST runs a total of 4,680 buses, ferrying 4.8 million passengers
over 365 routes, and has a workforce strength of 38,000, which includes 22,000
bus drivers and conductors (this comes to an average of 11.2 employees per bus).
 In August 2006, BEST introduced pay phone system and CCTVs on its buses.
This was done in response to terror attacks on the city’s buses and trains.
 The routes operated by the BEST can be broadly classified in the following
categories. :- Feeder Routes, East-west connectors, Trunk routes and AS routes

6. Research Methodology
6
Sampling technique was used and sampling units include all types of BEST
Buses commuters.
Sample Size – The sample size of respondents is 150 people.
We have used primary and secondary data in our study
 Primary Data to collect consumer’s response ( a questionnaire was
prepared and circulated among random sample of people).
 Secondary Data to study history & scope of Mumbai BEST Buses.

7. Data Analysis & Interpretation
7

8. Demographic Data
8
77%
23%
Male
Female
10%
64%
26%
Below 18 18-32 33-50
Gender

9. Demographic Data9
8%
15%
57%
20%
0%
Qualification
SSC or below
HSC
Graduate
Post Graduate
Other
27%
50%
20%
3%
0%
Occupation
Student
Service
Business
Housewife
Other

10. 10
40%
12%16%
32%
Centre of the City
Outskirts of the city
Suburbs
Others
Where do you live?

11. 11
10%
56%
22%
12%
Never/Rarely
Daily
Weekly
Monthly
How often do you travel by bus?

12. 34% 28% 30%
35%
20%
34%
23%
32%
23%
5%
18%
10%
0%
20%
40%
60%
80%
100%
Helpful Polite Resposible
Good Okay Poor Very Poor No Comment
12
How do you rate our bus drivers in the following
areas?

13. 33%
40%
20%
20%
27%
27%
23%
20%
37%
17%
13%
13%
7%
0% 3%
0%
20%
40%
60%
80%
100%
Cleanliness Comfort Available seating
No Comments Very Poor Poor Okay Good
13
State your opinion about:

14. How closely does the bus service run to
schedule?14
0%
20%
40%
60%
26%
8%
32% 34%
Generally on time
Generally Early
Generally Late
No Comment

15. How convenient do you find bus route?
15
20%
14%
50%
0% 0%
16%
Very convenient
Convenient
Okay
Inconvenient
Very convenient
No Comment

16. Do you feel, Buses are over crowded in peak hours of travel?
16
0%
20%
40%
60%
38% 38%
16%
8%
Always Sometimes Rarely Never

17. 17
28%
32%
24%
16%
Very satisfied somewhat satisfied
somewhat dissatisfied Disatisfied
How satisfied are you with the city bus service cost?

18. 18
46%
54%
Yes No
Do you feel BEST Buses should provide drinking water facilities
inside buses ?

19. 19
34%
36%
12%
8%
10%
Traffic
Bus Schedule
Safety
Cost
Other
What you feel is the major problem bus transportation is
facing today?

20. Do you feel BEST should provide special bus services for
women, students and senior citizen?
20
96%
4%
Yes No

21. 21
22%
78% Good Need Improvement
The Behavioral conduct of BEST drivers and conductors is?

22. 22
78%
10%
12%
By BEST
By Railway
By Own Vehicle
How do you go to your office?

23. Do the driver or conductors take care for the safety of
commuters while getting in or out?
23
56%
44%
Yes No

24. What kind of tickets you prefer for travelling in BEST?
24
0%
20%
40%
60%
Daily
Ticket
Daily
pass
Monthly
Pass
Any
other
12%
22%
32% 34%

25. Are you aware of BEST Emergency call centre numbers?
25
24%
76%
Yes No

26. 26
28%
6%66%
Yes No Can't say
BEST should provide digital display for next bus arrival timing at
every bus stop?

27. 27
6%
14%
12%
34%
34%
Recreational
Shopping
Business
School/College
Other
What reason do you use the bus for?

28. 28
90%
10%
Yes No
If metro comes, will you use bus services?

29. Do you feel comfortable while travelling in BEST bus?
29
0%
20%
40%
60%
66%
34%
Yes No

30. 30
74%
26%
Yes No
Do you feel BEST Buses should provide Non-stop buses
from one destination to other?

31. Are your family members travelling by BEST Buses?
31
0%
20%
40%
60%
80%
100%
94%
6%
Yes No

32. Research Findings
32
 There is a need for systematic improvements to
make it an asset to the city.
 Unavailability of an adequate number of seats for
senior citizen and handicapped Person.
 Lack of Security
 It is the most affordable mode of transport for
daily commuting with road network sufficiently
well distributed.

33. Limitations
33
 The lack of time to carry out a survey.
 Limited areas covered for survey.
 Individual Survey could not provide strong evidence
of cause and effect.
 Intentional deception, poor memory, or
misunderstanding of the question can all contribute
to inaccuracies in the data.
 It is highly Objective in nature.
 High Chances of error.

34. Recommendation
34
 Security in Late night buses.
 More number of Seating facilities.
 Increase in bus frequency during peak hours.

35. Bibliography
35
 http://http://en.wikipedia.org/wiki/BEST_Bus
 http://http://www.bestundertaking.com/
 http://http://www.m4mum.com/

36. 36